Creating Customer Loyalty

Beschreibung

Develop the skills to design and implement a sustainable customer loyalty improvement programme in your organization and be rewarded with increased market share, improved sales and enhanced profitability.
Consumer-facing and business-to-business organizations know that if they get their approach to customers right, they will be rewarded with unprecedented customer loyalty. This will lead to increased market share, improved sales, an enhanced reputation and higher profitability. Despite this, many of today's companies fail to recognize that the notable improvements in their service delivery are not keeping up with increased customer expectations. Creating Customer Loyalty outlines simple, easy to understand strategies for creating a sustainable customer loyalty management programme that will win loyal customers. Demonstrating how to focus solely on the things that enable and enhance success, this book shows how to make loyalty a habit and structure a business that attracts and retains the best customers. Using examples from both UK and international companies such as Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic, Creating Customer Loyalty explains why customer experience management alone does not build lasting loyalty, and why customer expectation and customer memory management are essential. It outlines how to make every occasion epic by removing those 'ouch' moments, replacing them with 'wow' experiences, and developing dazzling recovery techniques to create unforgettable stories and positive memories.
Transforms the intangible process of loyalty and trust into an accessible, strategic and systematic framework
Demonstrates how to measure growth and impact by identifying the essential elements for success in customer loyalty management
Explores practical examples to inspire, build and maintain loyalty from companies leading the charge
Features examples from international companies including Lexus, Aldi, Dyson, The Ritz-Carlton and Virgin Atlantic.

Autor*in

Chris Daffy
Chris Daffy was the founder of The Marketing Group, The Academy of Service Excellence and The Leadership Forum. In 2007 he was made a Companion of the Institute of Customer Service.

Themen in »Creating Customer Loyalty«

Increase market share Profitability Customer experience techniques Brand reputation Customer memory management Customer retention Customer loyalty strategy

Stimmen zu »Creating Customer Loyalty«

"This is the bible of customer experience. It has everything you need to know about the subject."
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"Chris Daffy has an incredible ability to make the complicated stuff simple to understand and his work has been of great value to me personally, fantastic for my team's development and hugely beneficial for our business."
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"Quite frankly, I couldn't put it down! The perfect mix of stories combined with research that spans a lifetime, with wonderful examples from a broad church of industries such as Ritz-Carlton, SW Airlines and M&S. I will be buying copies for my team."
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"This is probably the most comprehensive work, providing a true 360 on the topic of loyalty, that I have read in a long time. It presents simple and clear methods without jargon, which in true Daffy style are practical, not just theoretical. This is an essential manager handbook for best practice in customer loyalty."
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